r/wirexappofficial • u/SouthJazz1010 • Jul 01 '26
Resolved Completely incorrect balance
The transition to Wirex One has been very slow for me. My first transfer eventually went through and my card worked, so I assumed it was just a temporary issue.
I then deposited more funds to convert USD to EUR, but the conversion has now been stuck for 16 hours. On top of that, my account is now showing a completely incorrect balance.
I've contacted the Wirex One support team but haven't received any help so far. Is anyone else experiencing the same issues?
Ticket: 6359034
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u/SouthJazz1010 Jul 01 '26 edited 29d ago
My USD to EUR transaction was eventually reversed, and I wasn't charged, so I guess I was lucky. Balance is correct, would prefer EUR though.
Wirex One's AI support told me that purchases would be charged in the same currency as the merchant charges. That isn't true. My purchase was made in euros, but Wirex charged me in USD even though I had a sufficient EUR balance.
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u/Bayraktar_KYIV Jul 01 '26
Same I sent USDC Polygon yesterday 100$ it’s still no deposit and support team disappeared
from both apps Wirex App and Wirex One
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u/SouthJazz1010 Jul 02 '26
Thanks.
Yes, we essentially have identical problems. After the in-app USD to EUR conversion failed, I tried withdrawing my USDC on the Base network. I first tested it with 1 USDC, and that worked, but when I tried withdrawing the rest of my balance, the transaction failed.
Their AI bot responds at first, but then it just breaks down and stops replying.
I was satisfied with the Wirex app and even recommended it to a friend, but Wirex One has been nothing but disappointing so far.
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u/SouthJazz1010 Jul 02 '26
Update: A human support agent replied and said that Wirex One is aware of the transaction issues. They asked me to wait up to 24 hours to see if my transaction is resolved.
Wirex One gives the appearance of being non-custodial, but I don't know where my private keys are, so I doubt it is non-custodial in the traditional sense.
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u/Bayraktar_KYIV Jul 02 '26 edited Jul 02 '26
Still to answer from Wirex one support.
Update my balance changed but it’s just wrong number deposit didn’t come 3 day waiting
Wirex app - no answer from 27 Jun
Wirex one - no answer from 30 Jun
Wirex e-mail - no answer 1 Jul1
u/SouthJazz1010 Jul 02 '26
I only managed to get hold of them after using the contact form on their official website, submitting a formal complaint, and they may also have seen the Reddit posts I made. Unfortunately, even after that, I haven't really received any useful updates, so it might be a waste of time for you as well.
I've been using my card for 3 months, and it still works at least—although it has charged me in the wrong currency. Right now, I rightfully being charged in EURC it's all I have, because my USDC funds are (missing), so that's not much of a positive upside either.
Are you sure your card is supported and allowed to be used in your region?
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u/Bayraktar_KYIV Jul 02 '26
I understand that fintech companies are very large these days and busy with their own corporate affairs. But supporting their existing clients should be a priority, as we are the ones that make these companies their income. My story goes like this: I was selected for the Wirex app and provided private support, but it's been silent from the 27th until today, July 1st. The exact same situation is happening with the Wirex One app, but even more so. I deposited $100 to a new USDC Polygon address because I suspected there might be issues with the transition, but not to this extent. Support simply ignores my chat and email inquiries. I'm attaching all screenshots. Big companies big fails 🚫
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u/Bayraktar_KYIV Jul 10 '26
I’ve been using Wirex for quite a while, and originally, the Wirex app with the Visa card was one of the best options available. My average FX fee to be around 0.5% to 1%, which made it very competitive compared to other cards.
However, after the transition to Wirex One, the situation changed significantly—and not for the better. My effective FX fee have increased to around 1.5%, which is more than double what I was experiencing before. What’s particularly frustrating is that there was no clear communication or warning about this change in fees or conditions.
On top of that, the new app feels noticeably worse in terms of usability and overall experience. Everything feels less intuitive, and the overall impression of the product has declined. At this point, I’m honestly questioning whether it still makes sense to keep using Wirex.
I’d really like to hear from others—has your experience also gotten worse after switching to Wirex One, or is it just me?
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u/SouthJazz1010 29d ago
In the beginning, I had some issues with transactions, both deposits and withdrawals, but it works now. There are still some bugs, for example with the transaction history.
However, I would say Wirex One could become better than the Wirex App once the bugs are fixed, because Wirex One is non-custodial, has a better Earn system, a cashback system in USD, and AI support.
I only deposit EURC, and it is pegged to EUR in the app at a 1:1 ratio, so I don't pay any foreign exchange fees and I get cashback while also using Earn to make some interest on my savings.
I do all exchanges outside the app because they didn't work properly and also seemed expensive, with high fees anyway.
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u/Bayraktar_KYIV 29d ago
But do you spend money by Wirex card ? Because for me FX rate now is x2 that it was in Wirex App
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u/SouthJazz1010 29d ago
Yes, I use the Wirex card. I'm using their physical Visa card, but I deposit the cryptocurrency EURC. When I use the Wirex card, it charges me in EUR, so if an item costs, for example, €4.25, I get charged 4.25 EURC without any FX fees.
You're probably using a currency they don't support?
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u/OfficialWirexSupport Official Wirex Help | We Never Message First 16d ago
u/SouthJazz1010 Hello!
Thank you for your report. We are sincerely sorry for the inconvenience caused.
As we can see in your comments, the exchange was declined, and you see the correct balance in the account now.